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Beginner

Recording of Extend and connect users

Hello Everyone,

 

Has Anyone configured Extend and connect with UCCX? 

Can someone please advise if it's possible to record agents of UCCX using the extend and connect functionality? 

I read in the below document that it's possible using gateway based recording. any documentation on how to achieve this? customer has Jabber as well.

 

Thank and regards.

 

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Re: Recording of Extend and connect users

Yep, it is supported. IPCC extensions can never be a shared DN. If you're setting a user up for Extend and Connect the IPCC extension must appear only on the CTI Remote Device.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/configuration/guide/uccx_b_unified-ccx-administartion-guide/uccx_b_unified-ccx-administartion-guide_chapter_010110.html
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Re: Recording of Extend and connect users

This is called NBR and involves the PSTN gateway registering to CUCM using an API. When CUCM wants to invoke recording on the DN, the call is routed through an NBR-gateway (ie only off-net calls can be recorded this way) and the DN’s recording source is Gateway Preferred CUCM instructs the router to fork audio instead of the phone. In theory this halfs the router capacity assuming a 100% recording scenario.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/srnd/collab11/collab11/recordng.html#pgfId-1138664

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/11_5_1/featureConfig/CUCM_BK_C7DC69D3_00_cucm-feature-configuration-guide_115/CUCM_BK_C7DC69D3_00_cucm-feature-configuration-guide_115_chapter_01011.html

The big limitation of not recording internal call legs is a dealbreaker for many customers. If that’s inportant you’ll need to stick to phone BIB-invoked recording. Note that BIB recording is supported over MRA in Expressway x8.11 and Jabber 12.x clients.

Beginner

Re: Recording of Extend and connect users

Hello Jonathan,

 

Thanks for the reply and info provided.

I guess the plan here is to enable gateway recording preferred for those agents that are working remotely only. So there will be gateway media forking for streams that are related to their phones.

Second point, do you know if extend and connect works with UCCX? i have not found any documentation that supports or denies their compatibility. 

I have tried to set it up in the LAB but UCCX does not accept shared connection between the physical phone and the CTI remote device. I had to change the extension of the phone so that the agent can log in. but was not able to do the full test of receiving a call on the mobile if a call was routed to an agent.

i appreciate your feedback on that. 

 

Thanks. 

 

 

Re: Recording of Extend and connect users

Yep, it is supported. IPCC extensions can never be a shared DN. If you're setting a user up for Extend and Connect the IPCC extension must appear only on the CTI Remote Device.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_11_6/configuration/guide/uccx_b_unified-ccx-administartion-guide/uccx_b_unified-ccx-administartion-guide_chapter_010110.html
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